Assessing patient satisfaction with emergency department care delivery using a patient experience framework

Ferrand, Yann; Fredendall, Lawrence D.; Siemens, Jennifer Christie; Weathers, Danny; Pirrallo, Ronald G.; Bitner, Matthew

doi:10.1080/10686967.2022.2083037

Cited by 3 publications

(3 citation statements)

References 122 publications

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“…There are several studies that point to the need of studying people's opinions and expectations in detail during triage, to reinforce the strengths and overcome the weaknesses of the system [14,[18][19][20][21].…”

Section: Literature Reviewmentioning

confidence: 99%

“…The organization of the triage service with well-defined standards of care supported by criteria that are as objective as possible, allows healthcare professionals to perform their duties more effectively, maximizing their time [3,22]. Therefore, the use of a triage protocol allows us to have a global view of all patients attending an ED, leads to a better resources' allocation, to a better knowledge and acceptance by patients who need to use EDs and provides a better experience for everyone involved in the process [19].…”

Section: Triage Protocolmentioning

confidence: 99%

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Patients' Perceptions Resulting from the Contact with Emergency Departments using the Manchester Triage System Protocol

Sousa,

Cunha,

Rodrigues

2024

Preprint

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Emergency is a health condition that poses an imminent risk to life. In this context, operations and triage protocols play an important role in the correct functioning of the Emergency Department, a key component of national health systems. The aim of the study was to explore and describe the experiences of a group of patients regarding emergency departments that use the Manchester Triage System, a triage protocol widely adopted in Europe. The research approach used was phenomenography, which allows us to explore in depth the diversity of experiences lived by a group of patients. The data was collected through semi-structured interviews and analysed to identify the categories that allows a qualitative description of patient’s experiences. The results are structured in the following categories: “Healthcare professional roles“, “Waiting time to be cared“, “Triage protocol“ and “Emergency department utilization“. These results can be used to improve the way patients experience emergency situations and to contribute to increasing knowledge about the impact of emergency departments and triage protocols on patients.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Triage Protocolmentioning

confidence: 99%

Patients' Perceptions Resulting from the Contact with Emergency Departments using the Manchester Triage System Protocol

Sousa,

Cunha,

Rodrigues

2024

Preprint

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“…There has been an acute urgency to determine what customers want and what satisfies customers. Patients’ satisfaction with the setting (Lugosi et al , 2022) and service encounters (Ferrand et al , 2022; Manzoor et al , 2019) are evaluated by health-care institutions to determine service quality. Health institutions must comprehend and manage patient service perceptions and satisfaction to lead their financial success as the health-care business becomes a more competitive sector and patients choose their health-care providers (Ferrand et al , 2022).…”

Section: Introductionmentioning

confidence: 99%

The influence of servicescape on behavioral intentions of customers in hospitals post the COVID-19 pandemic

Batra,

Taneja

2023

IJPHM

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Purpose Based on the stimuli-organism-response model and relationship marketing theory, the effect of different dimensions of Servicescape (Ambience, Cleanliness, Functionality, Spatial Layout, Employee Service Quality) on Customer Satisfaction and Behavioral Intention in hospitals during the COVID-19 pandemic are considered. Design/methodology/approach The study takes a quantitative approach, applying structural equation model using partial least square structural equation modeling to test the hypotheses. A total of 360 responses were collected using questionnaires distributed to different individuals who visited private hospitals in the past two months in India. Findings Contradicting previous research, this study found that among servicescape dimensions, employee service quality had the maximum influence on customer satisfaction and cleanliness does not have any significant impact on customer satisfaction as hypothesized. Mediation results show that customer satisfaction has a partial mediation effect for all servicescape dimensions except ambience, as both direct and indirect effects are significant. Importance-performance map analysis was performed on the responses collected, and it was found that employee service quality is the most important dimension affecting servicescape, followed by functionality and spatial layout. Thus, health-care institutions should focus on these factors to keep their customers satisfied. Originality/value Past studies have focused on the roles of servicescape and customer satisfaction separately. The authors have extended the literature by examining the combined effects of both servicescape and customer satisfaction. The findings from the study, therefore, help in developing a deeper understanding of the literature on the behavior intention relationship in the context of health care, as well as in service marketing.

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A bibliometric analysis of the Quality Management Journal: 10 years of publications and the pathway forward

Antony,

Singh,

Vij

et al. 2024

Quality Management Journal

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Assessing patient satisfaction with emergency department care delivery using a patient experience framework

Cited by 3 publications

References 122 publications

Patients' Perceptions Resulting from the Contact with Emergency Departments using the Manchester Triage System Protocol

Patients' Perceptions Resulting from the Contact with Emergency Departments using the Manchester Triage System Protocol

The influence of servicescape on behavioral intentions of customers in hospitals post the COVID-19 pandemic

A bibliometric analysis of the Quality Management Journal: 10 years of publications and the pathway forward

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